SaaS Customer Support Consultant – First-Resolution Focus

Datacom; Wellington; On-site; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Flexibility

Social events

Career growth opportunities

Job summary

Smartly, a Datacom company in New Zealand, is looking for a proactive Consultant to deliver friendly, professional customer support for our payroll software. You will resolve queries, maintain accurate case notes, and collaborate with internal teams to ensure timely outcomes across the product suite.

You will develop product knowledge, participate in training, and help improve service delivery. The role is based at our Wellington/Lower Hutt offices during the transition to Wellington CBD, with

Qualifications

• Customer-focused and able to adapt communication to different audiences.
• Strong problem-solving, organisational and multi-tasking abilities.
• Experience using MS Office and business software tools.

Responsibilities

• Deliver polite, professional customer support focused on first-time resolution.
• Maintain accurate case notes and communicate clearly with customers.
• Escalate feedback or complaints when required to improve service.
• Build knowledge of Smartly's software and related products.
• Use Knowledge Base and internal resources to find answers and update guides.
• Manage availability and status in contact centre systems per roster.
• Collaborate with internal teams and external partners to achieve outcomes.
• Participate in training and coaching to share ideas for improvement.
• Follow privacy, company, and health & safety policies.

Skills

Customer communication

Problem solving

Organisation

Team collaboration

Learning mindset

MS Office

Education

Bachelor of Commerce or NZPPA certification

Tools

Excel

Word

Teams

Dynamics 365

Job description

Smartly, a Datacom company in New Zealand, is looking for a proactive Consultant to deliver friendly, professional customer support for our payroll software. You will resolve queries, maintain accurate case notes, and collaborate with internal teams to ensure timely outcomes across the product suite.

You will develop product knowledge, participate in training, and help improve service delivery. The role is based at our Wellington/Lower Hutt offices during the transition to Wellington CBD, with